Service Desk Analyst I

Republic Services, Inc.; Georgia; Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Health benefits

Dental coverage

Vision coverage

401(k) match

Paid time off

Employee Assistance Program (EAP)

Short/Long-term disability

Life insurance

ESPP

Job summary

Republic Services, Inc. is seeking a Service Desk Analyst I for a remote role across the United States. The position provides first-level end-user support for applications, endpoints, and infrastructure, acting as the single point of contact for users.

The analyst documents interactions, routes tickets, and supports incident resolution with IT resources. The role requires clear communication, the ability to translate technical steps for non-technical users, and at least 1 year in a service desk

Qualifications

• 1+ year of experience in a service desk, help desk, desktop support, or customer support role (IT preferred).
• Experience working in a ticketing system (e.g., ServiceNow or similar) to log, categorize, route, and document work.
• Ability to translate technical steps into plain language for end users.

Responsibilities

• Responds to incoming interactions via phone, email, self-service, or chat.
• Fulfills incoming service requests and logs work in the ticketing system.
• Diagnoses and troubleshoots incidents on endpoints, apps, and infrastructure.
• Escalates incidents as required and tracks resolution progress.
• Documents interactions and resolutions for knowledge sharing and metrics.

Skills

1+ year service desk experience

Ticketing system knowledge

Plain language communication

Education

High School Diploma or GED

Job description

Service Desk Analyst I page is loaded## Service Desk Analyst Ilocations: Remote - USAtime type: Full timeposted on: Posted Todayjob requisition id: R-188253**POSITION SUMMARY:** The Service Desk Analyst I provides first level end-user support and incident diagnosis for Republic Services' applications, endpoints, and infrastructure. The Service Desk Analyst I acts as a single point of contact between the end-user and other IT resources. This position also documents incoming interactions and their resolutions, and manages ticket routing and incident resolution with other IT resources.**PRINCIPAL RESPONSIBILITIES:*** Responds to incoming interactions initiated via phone, email, self-service, or chat.* Fulfills incoming service requests.* Diagnoses and troubleshoots incidents with endpoint hardware, enterprise applications, locally installed software, and other industry standard technologies.* Uses the IT Service Management tool to accurately document all incoming Interactions and resolutions.* Appropriately escalates incidents as required and monitors resolution progress until the incident is resolved to the caller's satisfaction.* Keeps IT Service Desk team and management informed of any new support issues in a clear and timely manner.* Researches support issues when resolutions are not readily attainable by checking available resources including, but not limited to, the IT Service Management tool, external knowledge bases, software manuals, and via collaboration with other team members.* Works to consistently improve call handling, documentation quality, overall end-user experience, and resolution processes.* Performs other job-related duties as assigned or apparent.**QUALIFICATIONS:*** High School Diploma or G.E.D.* Experience with supporting and troubleshooting modern IT endpoint hardware technologies and software products.* Ability to communicate technical information to non-technical users.**MINIMUM REQUIREMENTS:*** 1+ year of experience in a service desk, help desk, desktop support, or customer support role (IT preferred).* Experience working in a ticketing system (e.g., ServiceNow or similar) to log, categorize, route, and document work.* Ability to translate technical steps into plain language for end users.This is a remote position; however, candidates must reside in the state of Georgia.**Please note, this position is not sponsorship eligible.****Rewarding Compensation and Benefits**Eligible employees can elect to participate in:- Comprehensive medical benefits coverage, dental plans and vision coverage.- Health care and dependent care spending accounts.- Short- and long-term disability.- Life insurance and accidental death & dismemberment insurance.- Employee and Family Assistance Program (EAP).- Employee discount programs.- Retirement plan with a generous company match.- Employee Stock Purchase Plan (ESPP).- Paid Time Off (PTO)- Benefits:*The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.*EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law. For any concerns relating to Republic Services' commitment to equal opportunity employment, you may contact the AWARE Line at 1-866-3-AWARE-4.**ABOUT THE COMPANY**Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.In 2025, Republic's total company revenue was $16.6 billion, and adjusted EBITDA was $5.3 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 42,000 team members understand that it's not just what we do that matters, but how we do it.Our company values guide our daily actions:* **Safe**: We protect the livelihoods of our colleagues and communities.* **Committed to Serve**: We go above and beyond to exceed our customers' expectations.* **Environmentally Responsible:** We take action to improve our environment.* **Driven**: We deliver results in the right way.* **Human-Centered:** We respect the dignity and unique potential of every person.We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 5.1 million people in 2024 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.**STRATEGY**Republic Services' strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers' multiple waste streams through a North American footprint of vertically integrated assets.We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation.With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.**Recycling and Waste**We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers' specific needs.**Environmental Solutions**Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation,